Health Center Ambassador Lead

UNITE HERE HEALTH•Las Vegas, NV

1d•Onsite

About The Position

The Health Center Concierge Lead will support the Manager of Culinary Health Center in overseeing the daily operations of the Health Center Ambassadors. The Lead will act as a subject matter expert and resource for all ambassador workflows, supporting the team in delivering a high-quality customer service for health center patients which is aligned with the Health Center’s mission, vision, and values. This position will assist with daily coverage, coordinate tours, and support the development of weekly team schedules. The Lead must also be able to resolve patient issues or escalate to the appropriate person or persons. The person in this role will be a positive representative of the health center and will be the main point of contact for patients and families alongside the ambassadors.

Requirements

3 ~ 5 years of related Customer Service experience minimum
2 ~ 3 years of progressively responsible experience, including lead-level responsibilities or peer influence
Associate's degree or equivalent work experience
Proficiency in Spanish, both written and verbal, with medical terminology knowledge preferred
Working knowledge and experience in a healthcare environment preferred
Experience using standard office equipment such as phones, computers, copiers, and electronic fax
Understands medical and insurance terminology
Knowledge of patient rights and age-specific patient care practices

Nice To Haves

medical terminology knowledge

Responsibilities

Provides primary coverage for all Health Center Ambassador (HCA) shifts as needed
Promotes a positive and trusting work environment by addressing any issues, concerns, or policy violations promptly with the Health Center Leadership
Establishes and maintains effective working relationships with all team members
Crafts, manages, and amends daily, weekly, and new hire onboarding schedules
Conducts monthly and ad hoc team/individual pulse checks to gather feedback and share relevant updates or concerns with the Manager of Culinary Health Center for follow-up
Develops and implements new hire trainings and ensure comprehension of all HCA training materials
Collaborates with Patient Experience team to support Health Center Wellness classes and logistics as needed
Participates in the daily schedule and rotates through various responsibilities
Supports the Manager of Culinary Health Center with team meetings, agendas, documentation and materials, and organizing team-building exercises
Reports daily recap of tasks, activities, and team updates to the Manager of Culinary Health Center
Assists the Manager of Culinary Health Center with the scheduling and monitoring of Health Center tours
Supports center operations by greeting and directing members in the Health Center lobby
Provides quality service, answers patients’ questions, and coordinates with the appropriate resources and/or departments as needed
Reviews appointment date, time, location, and provider name with patients
Assists with all non-clinical inquiries
Provides benefit plan and eligibility information to patients, providers, unions, and employers, at the Health Center
Assists in escalating urgent, sensitive, or unresolved patient issues, concerns and/or inquiries as outlined in Provider Partner and Health Center protocols
Acts as a liaison for the patients and the Health Center
Assists with assigned special projects designated by the CHC/CHF leadership
Exemplifies the Fund's values in leading and fostering a respectful, trusting, and engaged culture of inclusion and engagement